Automated alert management

ABSTRACT

Alerts may be received from an event monitoring system that monitors computing resources of a computer system. Based on an alert ruleset, an alert management module may determine whether to provide notification of the alert. If the alert management module decides to provide notification of the alert, then the alert management module may initiate the creation of an issue ticket corresponding to the alert in an issue tracking system. If the alert management module decides not to provide notification of the alert, then the alert management module may discard the alert.

TECHNICAL FIELD

Aspects of the invention generally relate to computer event monitoring.In particular, various aspects of the invention include an approach tomanaging alerts generated by an event monitoring system that monitorscomputing resources of a computing system.

BACKGROUND

Event monitoring systems may be employed to monitor the state, health,and performance of the computing systems. The computing systems mayinclude various computing resources such as, for example, computingdevices, hardware components, and software applications. An eventmonitoring system may be configured to generate alerts in response toevents, situations, or conditions relating to the computing resourcesbeing monitored.

When an alert is generated, the event monitoring system may send amessage, such as an email, to an information technology (IT) supportteam to notify the IT support team of an issue with the computingsystem. In response to receipt of the alert message, an IT support teammember may review the alert message and, if necessary, create an issueticket in an issue tracking system so that an IT support team member maysubsequently address the issue identified in the alert.

For large organizations having enterprise-wide computing systems,effectively addressing incidents occurring at the computing system canbe a challenge due to the volume of alerts generated by the eventmonitoring systems. In some circumstances, IT support teams have beenknown to receive as many as 1,600 alerts per day. As a result, ITsupport teams may devote a significant amount of time to simplyreviewing alerts, determining which alerts need to be addressed, and,creating issue tickets in the issue tracking system if necessary.Therefore, a need exists for improved approaches to managing alertsgenerated by an event monitoring system.

BRIEF SUMMARY

In light of the foregoing background, the following presents asimplified summary of the present disclosure in order to provide a basicunderstanding of some aspects of the invention. This summary is not anextensive overview of the invention. It is not intended to identify keyor critical elements of the invention or to delineate the scope of theinvention. The following summary merely presents some concepts of theinvention in a simplified form as a prelude to the more detaileddescription provided below.

Alerts are received from an event monitoring system that monitorscomputing resources of a computer system. Based on an alert ruleset, analert management module determines whether to provide notification ofthe alert. If the alert management module provides notification of thealert, then the alert management module may initiate the creation of anissue ticket corresponding to the alert in an issue tracking system. Ifthe alert management module does not provide notification of the alert,then the alert management module may discard the alert.

The alert management module may automatically provide notification ofthe alert when the alert is listed in the alert ruleset. If the alert isa duplicate alert, then the alert management module might not providenotification of the duplicate alert. The alert management module maydetermine that the alert is a duplicate alert when a previous alertassociated with the same computing resource was received within apredetermined time period prior to receipt of the alert.

The alert management module may also provide notification of the alertwhen the alert is associated with a first type of computing resource,but not when the alert is associated with a second type of computingresource. Additionally, even if the alert type of the alert is listed inthe alert ruleset, the alert management module might not automaticallyprovide notification of the alert unless a secondary conditionassociated with the alert is satisfied. The alert ruleset may define andspecify any secondary conditions respectively associated with the alerttypes listed in the alert ruleset.

The alert management module may also determine whether the issue ticketwas successfully created in the issue tracking system. If the issueticket was not successfully created, the alert management module mayupdate an exception log to indicate the issue ticket was notsuccessfully created. The alert management module may also notify the ITsupport team member of the exception.

The alert ruleset may further specify a priority for the alert typeslisted in the alert ruleset. The alert management module may configurethe issue tickets created for received alerts based on the prioritiesspecified in the alert ruleset.

Aspects of this disclosure address one or more of the issues mentionedabove by disclosing methods, non-transitory computer readable media, andapparatuses for automatically managing alerts generated by an eventmonitoring system. Aspects of the disclosure may be provided in anon-transitory computer-readable medium having computer-executableinstructions to perform one or more of the process steps describedherein.

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. The Summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used to limit the scope of the claimed subject matter.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention is illustrated by way of example and is notlimited in the accompanying figures in which like reference numeralsindicate similar elements.

FIG. 1 shows an illustrative operating environment in which variousaspects of the disclosure may be implemented.

FIG. 2 is an illustrative block diagram of an alert management systemthat may be used to implement the processes and functions of one or moreaspects of the present disclosure.

FIG. 3 is a flowchart of example method steps for automatically managingalerts generated by an event monitoring system.

FIG. 4 is an example of an implementation of an alert ruleset.

FIG. 5 is a flowchart of example method steps for toggling activation ofthe alert management module.

DETAILED DESCRIPTION

As discussed above, there is a need for improvements to the way anorganization manages alerts generated by event monitoring systems thatmonitor the state, health, and performance of computing resources of acomputing system.

In accordance with various aspects of this disclosure, methods,non-transitory computer-readable media, and apparatuses are disclosed inwhich an alert management module may receive alerts generated by anevent monitoring system and automatically process the alerts accordingto an alert ruleset. The alert management module may automaticallycreate and configure issue tickets in an issue tracking system thatcorrespond to the alerts received from the event monitoring system. Inother words, the alert management system automatically converts ortransforms discrete alerts received from an event monitoring system intoissue tickets of an issue tracking system, which an IT support team mayreview to fix or maintain the computer system.

An event monitoring system refers to a computer system, computer device,or computer software application that monitors one or more computingresources of a computer system. Computing resources may be any computingdevice, hardware component, software application, or service provided byor operating at the computer system. The event monitoring system maygenerate alerts in response to the state, health, performance, activity,or operation of the computing resources. The alerts may be, for example,in the form of email messages transmitted to the email accounts of ITsupport team members. The alert ruleset refers to a collection ofinstructions that define how the alert management module processes thealerts received from the event monitoring system. The alert rulesetidentifies one or more types of alerts that may be received from theevent monitoring system and includes information respectively associatedwith the alert types that indicates, at least in part, how the alertmanagement module processes alerts of those alert types. IT support teammembers may selectively configure the alert ruleset such that the ITsupport team is only notified of alerts deemed important, i.e., alertsthe IT support team has an interest in.

FIG. 1 illustrates a block diagram of an example of an implementation ofan alert management system 100. The alert management system 100 includesan alert management module 101, which is shown in this example as acomputing device. The computing device 101 may have a processor 103 forcontrolling overall operation of the alert management module 101 and itsassociated components, including RAM 105, ROM 107, an input/output (I/O)module 109, and memory 115.

I/O module 109 may include a microphone, keypad, touch screen, and/orstylus through which a user of the computing device 101 may provideinput, and may also include one or more of a speaker for providing audiooutput and a video display device for providing textual, audiovisualand/or graphical output. Software may be stored within memory 115 and/orstorage to provide instructions to the processor 103 for enabling thecomputing device 101 to perform various functions. For example, memory115 may store software used by the computing device 101, such as anoperating system 117, application programs 119, and an associateddatabase 121. The processor 103 and its associated components may allowthe computing device 101 to run a series of computer-readableinstructions to process and manage the alerts generated by an eventmonitoring system.

The computing device 101 may operate in a networked environmentsupporting connections to one or more remote computers, such asterminals 141 and 151. The terminals 141 and 151 may be personalcomputers or servers that include many or all of the elements describedabove relative to the computing device 101. Alternatively, terminal 141and/or 151 may be a data store that is affected by the operation of thealert management module 101. The network connections depicted in FIG. 1include a local area network (LAN) 125 and a wide area network (WAN)129, but may also include other networks. When used in a LAN networkingenvironment, the computing device 101 is connected to the LAN 125through a network interface or adapter 123. When used in a WANnetworking environment, the computing device 101 may include a modem 127or other means for establishing communications over the WAN 129, such asthe Internet 131. It will be appreciated that the network connectionsshown are illustrative and other means of establishing a communicationslink between the computers may be used. The existence of any of variouswell-known protocols such as TCP/IP, Ethernet, FTP, HTTP and the like ispresumed.

Additionally, an application program 119 used by the alert managementmodule 101 according to an illustrative embodiment of the disclosure mayinclude computer-executable instructions for invoking functionalityrelated to processing and managing alerts generated by an eventmonitoring system.

The alert management module 101 and/or terminals 141 or 151 may also bemobile terminals, such as smart phones, personal digital assistants(PDAs), and the like, which may include various other components, suchas a battery, speaker, and antennas (not shown).

The disclosure is operational with numerous other general purpose orspecial purpose computing system environments or configurations.Examples of well-known computing systems, environments, and/orconfigurations that may be suitable for use with the disclosure include,but are not limited to, personal computers, server computers, hand-heldor laptop devices, multiprocessor systems, microprocessor-based systems,set top boxes, programmable consumer electronics, network PCs,minicomputers, mainframe computers, and distributed computingenvironments that include any of the above systems or devices, and thelike.

The disclosure may be described in the general context ofcomputer-executable instructions, such as program modules, beingexecuted by a computer. Generally, program modules include routines,programs, objects, components, data structures, and the like thatperform particular tasks or implement particular abstract data types.The disclosure may also be practiced in distributed computingenvironments where tasks are performed by remote processing devices thatare linked, for example, through a communications network. In adistributed computing environment, program modules may be located inboth local and remote computer storage media including memory storagedevices.

Referring to FIG. 2, an illustrative alert management system 200 forimplementing methods according to the present disclosure is shown. Asillustrated, the alert management system 200 includes an eventmonitoring system 202 that monitors one or more computing resources of acomputer system 204 and an alert management module 206 in signalcommunication with the event monitoring system 202. The alert managementmodule 206 is also in signal communication with an issue tracking system208 that manages issue tickets for issues associated with the computingsystem 204. In response to receipt of alerts from the event monitoringsystem 202, the alert management module 206 may automatically createissue tickets corresponding to the alert in the issue tracking system208.

The alert management module 206 may also be in signal communication withan alert log 210 and an exception log 212. The alert log 210 may includeentries related to alerts received at the alert management module 206from the event monitoring system 202, and the exception log 212 mayinclude entries relating to exceptions generated by the alert managementmodule 206. The alert log 210 and the exception log 212 may beimplemented as a database where log entries are stored as records of oneor more database tables, as a text file where log entries are stored asplain text, or in any other format suitable for logging alerts andexceptions.

A notification module 214 may be in signal communication with the alertlog 210 and the exception log 212. When the alert management module 206creates a new issue ticket for an alert, the alert management module 206may also create a new entry in the alert log 210 that indicates a newissue ticket was created. The notification module 214 may read the alertlog 210 and notify an IT support team member (e.g., via email) that anew issue ticket has been created. If the alert management module 206generates an exception while processing an alert, then the alertmanagement module 206 may create a new entry in the exception log 212detailing the exception. The notification module 214 may read theexception log 212 and notify an IT support team member (e.g., via email)of the exception.

An IT support team member may access the issue tracking system 208 froma workstation 216 or 218 in signal communication with the issue trackingsystem 208. The workstation may be a workstation 216 that is localrelative to the issue tracking system 208 or a workstation 218 that isremote relative to the issue tracking system 208. Accordingly, theremote workstation 218 may access the issue tracking system 208 via acomputer network 220. The IT support team member may review the issuetickets of the issue tracking system 208 to subsequently address theissues at the computing system 204 that prompted the event monitoringsystem 202 to generate the alerts.

Conventionally, event monitoring systems 202 may provide alerts to ITsupport team members as emails. Accordingly, IT support team members mayreceive the alert emails at an email application running on aworkstation 216 or 218 in signal communication with the event monitoringsystem 202. In this regard, the alert management module 206 may beimplemented as an add-on, plug-in, or extension for the email client.The alert management module 206, in this example, may thereforeintercept the alert emails received from the event monitoring system 202and process the alert emails such that the IT support team member doesnot receive the alert email itself. Instead, the alert management module206 may automatically processes the alert email to either discard thealert or create an issue ticket for the alert in an issue trackingsystem 208. The notification module 214 may notify an IT support teammember (e.g., via email) when new issue tickets are created. In thisway, an IT support team member may only receive an email when new issuetickets are created rather than for every alert generated by the eventmonitoring system 202.

In the alert management system 200, the event monitoring system 202, thealert management module 206, the notification module 214, and the issuetracking system 208 may each be any suitable server, processor,computer, data processing device, or combination thereof. Additionally,the components of FIG. 2 may be in signal communication with each othervia one or more computer networks 220 using one or more communicationlinks 222.

The computer network 220 may be any suitable computer network includingthe Internet, an intranet, a wide-area network (WAN), a local-areanetwork (LAN), a wireless network, a digital subscriber line (DSL)network, a frame relay network, an asynchronous transfer mode (ATM)network, a virtual private network (VPN), or any combination of any ofthe same. The communications links 222 may be any communications linkssuitable for communicating between the components of FIG. 2 such asnetwork links, dial-up links, wireless links, hard-wired links, and thelike. The disclosure that follows may be implemented by one or more ofthe components in FIGS. 1 and 2 and/or other components, including othercomputing devices.

In some example implementations, the alert management module 206 may beconfigured to process alerts from a data center management system, ascommercially available and known to a person having ordinary skill inthe art. Additionally, the alert management module 206 may, in someexamples, be configured to communicate with a commercially-availableissue tracking system. It will be understood that the alert managementmodule 206 may be configured to communicate with alternative eventmonitoring systems 202 as well as alternative issue tracking systems208.

Referring to FIG. 3, a flowchart 300 of example method steps forautomatically processing alerts received from the event monitoringsystem is shown. As discussed above, an event monitoring system may beemployed to monitor a computing system. The event monitoring system maygenerate an alert (step 302) in response to an issue with one of thecomputing resources of the computing system. The alert management modulemay receive the alert (step 304) from the event monitoring system.

In some example implementations, the IT support team may only haveinterest in alerts from particular computing resources of the computingsystem. For example, an IT support team may have interest in receivingnotifications of alerts relating to an e-mail server but not thoserelating to a mobile phone secure enterprise server, or vice versa.Accordingly, the alert management module may validate the alert (step306) to determine whether the alert relates to a particular computingresource of interest. In this regard, an alert may be a valid alert ifthe alert relates to a computing resource of interest, and an alert maynot be a valid alert if the alert does not relate to a computingresource of interest. If the alert is not a valid alert (step 308), thenthe alert management module may discard the alert (step 310). If thealert is a valid alert (step 308), then the alert management module maycontinue processing the alert. It will be understood that the alertmanagement module may be selectively configured to process alerts fromone type of computing resource or multiple types of computing resources.

If the alert is a valid alert (step 308), then the alert managementmodule may compare the alert to the alert ruleset (step 311). Asdiscussed further below with reference to FIG. 4, the alert rulesetidentifies one or more alert types and includes correspondinginformation that respectively indicates how the alert management moduleprocesses alerts of the identified alert types. If the alert rulesetdoes not include the alert type of the received alert (step 312), thenthe alert management module may discard the alert (step 314). If thealert ruleset includes the alert type of the received alert (step 312),then the alert management module may continue processing the alert.

In some situations, the event monitoring system may generate multiplealerts for the same issue. An IT support team may prefer to receive onlyone notification of the issue rather than multiple notifications for thesame issue. Accordingly, in some example implementations, the alertmanagement module may be configured to check if a received alert is aduplicate alert (step 316). The alert management module may beselectively configured to employ various approaches to identify aduplicate alert. For example, if a previous alert associated with thesame computing resource was received within a predetermined time periodprior to an alert, then the alert management module may determine thatthe alert is a duplicate alert. The predetermined time period may be,for example, around fifteen minutes prior to receipt of the alert. Itwill be understood that the alert management module may be selectivelyconfigured to employ additional or alternative criteria to determinewhether an alert is a duplicate alert. If the alert management moduledetermines that the alert is a duplicate alert (step 318), then thealert management module may discard the alert (step 320). If the alertmanagement module determines that the alert is not a duplicate alert(step 318), then the alert management module may continue processing thealert.

In some, but not all, example implementations, the alert ruleset mayspecify a secondary condition for an alert type that must be satisfiedfor the alert management module to continue processing the alert.Secondary conditions will be discussed in further detail below withreference to FIG. 4. Not every alert type may be associated with asecondary condition however. Accordingly, the alert management modulemay check the alert ruleset to determine if the alert ruleset defines asecondary condition for the alert type of the alert (step 322). If thealert ruleset defines a secondary condition for the alert type (step324), then the alert management module may determine if the secondarycondition is satisfied (step 326). If the alert management moduledetermines that the secondary condition is not satisfied (step 328),then the alert management module may discard the alert (step 330).

If the alert ruleset does not define a secondary condition for the alerttype (step 324) or if the alert management module determines that thesecondary condition is satisfied (step 328), then the alert managementmodule may create a new entry in the alert log (step 332) and initiatecreation of an issue ticket in the issue tracking system (step 334) forthe alert. The alert management module may extract alert informationfrom the alert, for example, the alert type, the computing resourceassociated with the alert, and timestamp information indicating when thealert management module received the alert. The alert management modulemay utilize this alert information when creating the entry in the alertlog and when configuring the issue ticket in the issue tracking system.The alert management module may directly communicate with the issuetracking system such that the alert management module itself creates andconfigures the issue ticket. In an alternative implementation, the alertmanagement module may initiate the creation of the issue ticket bytransmitting one or more instructions to another module that directlycommunicates with the issue tracking system to create and configure theissue ticket. The alert management module may utilize an applicationprogramming interface (API) provided by the issue tracking system tocreate and configure the new issue ticket for the alert. It will beunderstood that the alert management module may be selectivelyconfigured to create and configure issue tickets in one or more types ofissue tracking systems.

In some circumstances, the alert management module may be unable tocreate the issue ticket in the issue tracking system. For example, ifthe issue tracking system is offline or otherwise unavailable, then anIT support team member may need to be notified that an alert wasreceived for which a ticket should have been generated, but was notgenerated. Accordingly, if the alert management module failed tosuccessfully create an issue ticket in the issue tracking system (step336), then the alert management module may generate an exception (step338). In some example implementations, the alert management module mayadd new exception log entry to the exception log as discussed above withreference to FIG. 2. A notification module may read the exception logand send a notification to an IT support team member (step 340) in orderto inform the IT support team member of the failure to create the newissue ticket for the alert. If the alert management module successfullycreated the issue ticket for the alert (step 336), then the notificationmodule may send a notification to an IT support team member that a newissue ticket has been created (step 342). The notification module mayread the alert log and send a notification to an IT support team memberin order to inform the IT support team member of the new issue ticket.The notifications may be, for example, email messages. Having receivednotification of the new issue ticket, the IT support team member mayutilize the issue tracking system to review the issue ticket and takeappropriate action to address the issue that prompted the alert. Theissue ticket may be transmitted via the issue tracking system to adisplay device for display to the user (step 344).

Referring now FIG. 4, an example of an implementation of an alertruleset 400 is shown. As mentioned above, the alert ruleset 400 refersto a collection of instructions that define how the alert managementmodule processes alerts received from the event monitoring system. Inthis regard, the alert ruleset 400 may be, for example, a configurationfile, a properties file, or the like, and the alert ruleset may bestored at a memory of the alert management system such as memory 115 inFIG. 1.

The alert types 402 shown in the example alert ruleset 400 of FIG. 4relate to alerts from an e-mail server. For example, the alert ruleset400 of FIG. 4 lists alert types 402 relating to connection,availability, or disk space issues that may occur at an e-mail server.It will be understood that the alert ruleset 400 may include additionalor alternative alert types 402 for additional or alternative types ofcomputer system components.

The example alert ruleset 400 in FIG. 4 also includes informationassociated with the alert types 402 that indicates how the alertmanagement module processes an alert of the alert type 402 listed. Theassociated information, in this example, includes a secondary condition404 and a priority 406 associated with the alert type 402. It will beunderstood that the alert ruleset 400 may include additional oralternative information respectively associated with the included alerttypes 402.

The alert management module compares a received alert to the alertruleset 400 in order to determine whether the alert ruleset 400 includesthe alert type of the received alert. If the alert type of the receivedalert is not included in the alert ruleset 400, then the alertmanagement module may discard the alert. If the alert type 402 isincluded in the alert ruleset as shown by way of example in FIG. 4, thenthe alert management module may continue processing the received alert.In this regard, whether the alert type 402 is included in the alertruleset 400 may be understood as a primary condition that must besatisfied for the alert management module to continue processing thealert.

As noted above, the event monitoring system may provide alerts in theform of an email message, and the alert management module may beimplemented as an add-on to an email client. Accordingly, the alertmanagement module may determine whether the alert ruleset 400 includesthe alert type 402 based on information contained in the alert emailmessage such as, for example, the subject 408 of the alert emailmessage. As shown by way of example in FIG. 4, the alert ruleset 400 isconfigured such that the alert ruleset 400 includes at least part of thesubject line 408 of the corresponding alert email message received fromthe event monitoring system. Accordingly, the alert management module,in this example, may extract the subject from the alert email messageand compare the subject to the alert ruleset 400. If the alert ruleset400 includes the subject 408 extracted from the alert email message,then the alert management module may determine that the alert ruleset400 includes the alert type 402 associated with the alert email message.In alternative implementations, the alert management module may comparekeywords extracted from the subject of the alert email message tokeywords listed in the alert ruleset 400 for the alert type 402. It willbe understood that additional or alternative approaches may beselectively employed to determine whether the alert type for a receivedalert is included in the alert ruleset 400.

As also mentioned above, in one example an alert type 402 may also beassociated with a secondary condition 404 that must also be satisfiedfor the alert management module to continue processing the alert. If thesecondary condition 404 is not satisfied, then the alert managementmodule may discard the alert. The secondary condition may relate to thealert itself, information contained in the alert, or other informationassociated with the alert. As shown by way of example in FIG. 4, thealert ruleset 400 includes an alert type 410 that indicates low diskspace. In this example, the IT support team may only have interest inreceiving notifications of low disk space on particular hard drives,e.g., the F: drive or the G: drive. Accordingly, the alert ruleset 400,in this example, includes a secondary condition 412 for the low diskspace alert 410, which specifies that the alert management module shouldcontinue processing the alert if the low disk space alert indicateseither the F: drive or the G: drive. If the alert indicates that a driveother than the F: drive or the G: drive has low disk space, then thealert management module may discard the alert as the secondary condition412 in this example would not be satisfied. It will be understood thatsome of the alert types 402 identified in the alert ruleset 400 may notinclude a secondary condition 404.

The priority 406 associated with an alert type 402 listed in the alertruleset 400 may indicate how to configure issue tickets created foralerts of the alert type 402. Priority 406 may be specified, forexample, as high, medium, or low as shown by way of example in FIG. 4.The alert management module may thus configure the corresponding issueticket in the issue tracking system based on the priority 406 indicatedin the alert ruleset 400.

The alert ruleset 400 may be selectively configured according topreferences or needs of an IT support team. An IT support team membermay, for example, include in the alert ruleset 400 only the alert types402 the IT support team is interested in receiving notifications of.Moreover, an IT support team member may update the alert ruleset 400 asneeded to add new alert types 402, remove alert types, edit secondaryconditions 404, change priorities 406, and so on. In this way, the alertmanagement system described provides IT support teams with theflexibility of conforming the alert ruleset 400 to their particular ITpractices.

In some circumstances, the IT support team may wish to deactivate ordisable the alert management module such that the alert managementmodule does not notify the team of alerts generated by the eventmonitoring system. For example, during routine maintenance, computersystems may be taken offline, which may trigger various alerts. In thesesituations, the IT support team does not need to be notified of thealerts as the IT support team is already aware of the activitytriggering the alerts. Accordingly, the alert management module may beconfigured to be selectively enabled and disabled as needed.

FIG. 5 is a flowchart 500 of example method steps for togglingactivation of the alert management module. As seen in FIG. 5, the eventmonitoring system may generate an alert (step 502) that is received atthe alert management module (step 504). If the alert management moduleis enabled (step 506), then the alert management module may process thealert (step 508) in accordance with the steps set forth above withreference to FIG. 3. If the alert management module is not enabled (step506), i.e., if the alert management module is disabled, then the alertmanagement module may discard the alert (step 510) such that the ITsupport team is not notified of the alert.

An IT support team member may selectively toggle activation of the alertmanagement module as needed (step 512). If the alert management moduleis enabled (step 514), then toggling activation of the alert managementmodule disables the alert management module (step 516). If the alertmanagement module is not enabled (step 514), i.e., disabled, thentoggling activation of the alert management module enables the alertmanagement module (step 518).

Automatically processing alerts as described above advantageouslyreduces the manual effort currently devoted to review and act uponreceived alerts. Additionally, the duplicative efforts of IT supportteams are advantageously minimized by automatically recognizing anddiscarding duplicate alerts as described above. Furthermore, because ITsupport team members may selectively configure the alert rulesetaccording to preference or need, the risk of missing important alerts isadvantageously minimized. Automating the processing of alerts and thecreation of corresponding issue tickets enables IT support teams todevote more time to fixing and maintaining the computer systemsgenerating the alerts.

The present disclosures further provide technical advantages. As notedabove, conventional event management tools that monitor enterprise-widecomputing systems can potentially generate upwards of 70,000 alerts permonth and upwards of 800,000 alerts per year. Accordingly, significantamounts of computer storage processing power may be necessary to storeand process the alerts. Moreover, such a high volume of alerts canstrain the capacity of email servers to provide alert emails to the ITsupport team. The alert management system provided mitigates thesetechnical issues. In some circumstances, the alert management systemprovided has been shown to reduce the amount of alert notifications by afactor of a hundred. Such an improvement advantageously reduces thecomputer storage, processing power, and server capacity necessary tomaintain an alert management system for enterprise-wide computingsystems or, additionally or alternatively, permits the computingresources to be devoted to other tasks.

Aspects of the invention have been described in terms of illustrativeembodiments thereof. Numerous other embodiments, modifications andvariations within the scope and spirit of the appended claims will occurto persons of ordinary skill in the art from a review of thisdisclosure. For example, one of ordinary skill in the art willappreciate that the steps illustrated in the illustrative figures may beperformed in other than the recited order, and that one or more stepsillustrated may be optional in accordance with aspects of the invention.

What is claimed is:
 1. A non-transitory computer-readable storage mediumhaving computer-executable program instructions stored thereon that whenexecuted by a processor cause the processor to perform steps formanaging alerts generated by an event monitoring system, the stepscomprising: receiving from an event monitoring system an alertassociated with a computing resource of a computer system monitored bythe event monitoring system; determining whether to provide notificationof the alert based on at least one rule of an alert ruleset; based on adecision of whether to provide notification of the alert, eitherinitiating creation of an issue ticket corresponding to the alert in anissue tracking system or discarding the alert; wherein a rule of thealert ruleset decides whether to provide notification of the alert basedon whether the alert is a duplicate alert, and wherein the ruleindicates that the alert is a duplicate alert when a previous alertassociated with the computing resource has been received within apredetermined time period prior to the alert and that the alert is not aduplicate alert when the previous alert has not been received within thepredetermined time period prior to the alert.
 2. The computer-readablestorage medium of claim 1 wherein an additional rule of the alertruleset decides not to provide notification of the alert when an alerttype of the alert is not listed in the alert ruleset.
 3. Thecomputer-readable storage medium of claim 1 wherein: an additional ruleof the alert ruleset decides whether to provide notification of thealert based on whether the computing resource the alert is associatedwith is a first type of computing resource or a second type of computingresource; and the additional rule decides to provide notification of thealert when the computing resource is the first type of computingresource and decides not to provide notification of the alert when thecomputing resource is the second type of computing resource.
 4. Thecomputer-readable storage medium of claim 1 wherein: an additional ruleof the alert ruleset decides whether to provide notification of thealert based on whether a secondary condition associated with the alertis satisfied; and the additional rule decides to provide notification ofthe alert when the secondary condition is satisfied and decides not toprovide notification of the alert when the secondary condition is notsatisfied.
 5. The computer-readable storage medium of claim 1 furthercomprising: determining whether the issue ticket was created in theissue tracking system; updating an exception log to include a newexception that indicates the issue ticket was not created in response toa determination that the issue ticket was not created in the issuetracking system; and providing notification to the support team memberof the new exception in the exception log.
 6. The computer-readablestorage medium of claim 1 wherein a priority is respectively associatedwith individual alert types included in the alert ruleset.
 7. Acomputer-assisted method for managing alerts generated by an eventmonitoring system comprising: receiving from an event monitoring systeman alert associated with a computing resource of a computer systemmonitored by the event monitoring system; storing the received alert incomputer memory; determining, by a processor, whether to providenotification of the alert based on at least one rule of an alertruleset; based on a decision of whether to provide notification of thealert, either initiating, by the processor, creation in the computermemory of an issue ticket corresponding to the alert in an issuetracking system or discarding, by the processor, the alert; wherein arule of the alert ruleset decides whether to provide notification of thealert based on whether the alert is a duplicate alert; and wherein therule decides that the alert is a duplicate alert when a previous alertassociated with the computing resource has been received within aredetermined time period prior to the alert and decides that the alertis not a duplicate alert when the previous alert has not been receivedwithin the predetermined time period prior to the alert.
 8. The methodof claim 7 wherein an additional rule of the alert ruleset decides notto provide notification of the alert when an alert type of the alert isnot listed in the alert ruleset.
 9. The method of claim 7 wherein: anadditional rule of the alert ruleset decides whether to providenotification of the alert based on whether the computing resource thealert is associated with is a first type of computing resource or asecond type of computing resource; and the additional rule decides toprovide notification of the alert when the computing resource is thefirst type of computing resource and decides not to provide notificationof the alert when the computing resource is the second type of computingresource.
 10. The method of claim 7 wherein: an additional rule of thealert ruleset decides whether to provide notification of the alert basedon whether a secondary condition associated with the alert is satisfied;and the additional rule decides to provide notification of the alertwhen the secondary condition is satisfied and decides not to providenotification of the alert when the secondary condition is not satisfied.11. The method of claim 7 further comprising: determining, at theprocessor, whether the issue ticket was created in the issue trackingsystem; updating, using the processor, an exception log to include a newexception that indicates the issue ticket was not created in response toa determination that the issue ticket was not created in the issuetracking system; and providing, using the processor, notification to thesupport team member of the new exception in the exception log.
 12. Anapparatus for managing alerts comprising: a processor; and a memoryconfigured to store computer-readable instructions that, when executedby the processor, cause the processor to perform a method comprising:receiving from an event monitoring system an alert associated with acomputing resource of a computer system monitored by the eventmonitoring system; determining whether to provide notification of thealert based on at least one rule of an alert ruleset; and based on adecision of whether to provide notification of the alert, eitherinitiating creation of an issue ticket corresponding to the alert in anissue tracking system or discarding the alert; wherein a rule of thealert ruleset decides whether to provide notification of the alert basedon whether the alert is a duplicate alert; and wherein the rule decidesthat the alert is a duplicate alert when a previous alert associatedwith the computing resource has been received within a predeterminedtime period prior to the alert and decides that the alert is not aduplicate alert when the previous alert has not been receive within thepredetermined time period prior to the alert.
 13. The apparatus of claim12 wherein an additional rule of the alert ruleset decides not toprovide notification of the alert when an alert type of the alert is notlisted in the alert ruleset.
 14. The apparatus of claim 12 wherein: anadditional rule of the alert ruleset decides whether to providenotification of the alert based on whether the computing resource thealert is associated with is a first type of computing resource or asecond type of computing resource; and the additional rule decides toprovide notification of the alert when the computing resource is thefirst type of computing resource and decides not to provide notificationof the alert when the computing resource the alert is associated with isthe second type of computing resource.